Process Associate

ABILASH.K

Kottadi House

Mannalur Post

Palakkad, Kerala 678502

Phone: 999-***-****

Email Address: *****************@*****.***

PROFESSIONAL SUMMARY

With extensive 7+ years of experience executive in data processing and technical support in BPO companies, I am keen to expose myself to be a professional in the field of managing people effectively and to contribute the organization consistently and efficiently. My desire is to embark on a long term career that will fully utilize the skills and I believe I possess and which can be developed to our mutual advantage.

SKILLS

Possess good typing speed and technical

skills

Excellent communication and presentation

skills

Data entry

Known for approachability, diplomacy and

calm demeanour

Been a very good team player

Possess good people management and

mentoring skills

Mail handling

Efficient in reporting with timely report’s

Data acquisition

WORK HISTORY

Sr. Process Associate - March 2022 to February 2025 Crosspay Technologies Pvt Ltd – Kochi, Kerala

Supervising a team of process associates to develop professional skills and improve efficiency.

Trained junior associates in various process-related tasks, ensuring consistent quality across the team

Increased customer satisfaction by promptly addressing concerns and providing effective solutions tailored to their needs.

Collaborated with cross-functional teams to improve overall process performance and client satisfaction.

Responsible for transaction approvals, beneficiary account verification, and providing comprehensive customer support through email and phone.

Effectively handling transaction-related inquiries and customer complaints and ensuring accurate recording of relevant information

Carrying out thorough fraud and compliance checks, verifying customer details, and performing various other compliance-related tasks.

Collaborating with IT teams to troubleshoot technical issues affecting remittance processing systems, ensuring minimal disruption to operations.

IT Helpdesk Support - April 2021 to March 2022

South Indian Bank (Stringz), Kochi, Kerala

Providing remote biometric support and configuration for SIB staffs.

Integrating with Active Directory and to provide user password resets and user password unlock from a single interface

Providing support to various kind of issues including access, log in, basic network connectivity issues, etc.

Provide product and service information of SIB banking applications to the SIB banking staffs.

Resolve escalated complaints by taking support from the technical team.

Assigning calls to dedicated departments.

Analysing call logs to spot common trends and underlying problems.

Document all call information according to standard operating procedures.

Updating self- help documents so employees can try to fix problem themselves. CS Associate - October 2018 to February 2019

Sutherland Global Services (Randstad), Kochi, Kerala

Provided accurate and appropriate information in response to customer inquiries.

Document issues and resolutions.

Collected customer feedback and made process changes to exceed customer satisfaction goals.

Resolving customer inquiries and requests also ensuring strong customer satisfaction.

Handling customer complaints and queries over the chat and email

Escalating customer feedback as required.

Addressed customer service inquiries in a timely and accurate fashion.

Built customer loyalty by placing follow-up mails and chat for customer who reported product issue.

Associate - Data Processing – December 2016 to April 2018 N dimensionz Solutions Pvt Ltd - Kochi, Kerala

Worked for many E-commerce sites

Add Products, contents, images for new sites.

Find suppliers for new sites as per the requirement.

Assign work for content writers.

Corrected or reported any data entry error to prevent later issues such as duplication or data degradation.

Completed data entry tasks with accuracy and efficiency.

Located and corrected data entry errors and reported to management.

Reviewed completed work for compliance with regulations.

Executed data verification to detect errors.

Sr. Process Associate – October 2014 to September 2016 Hi-Tech Outsourcing Services - Kochi, Kerala

Processing the tax refund form to the database and analysing tax refund form

Monitored database updates and verified for correctness.

Completed data entry tasks with accuracy and efficiency.

Evaluated source documents to locate information needed for each data entry field.

Supporting other projects during high volume.

Communicated with associates to ensure cohesive completion of work. EDUCATION

SSLC: 2007

A.S.M.M.H.S.S - Alathur, Palakkad, Kerala

Higher Secondary: Science, 2009

G.H.S.S – Erimayur, Palakkad, Kerala

Diploma: Computer Engineering, 2013

St. Joseph Polytechnic College - Coimbatore, Tamilnadu ACCOMPLISHMENTS

Got Promoted as Senior Process Associate in short span of time in Hi-tech outsourcing services.

Received Star Performer of the Month award for one month in recognition of outstanding performance.

Recognized for maintaining excellent quality constantly

Appreciation mails received from Customers for my work, Quality & Quick Turnaround.

Carried out retention calls with unsatisfied customers, convincing 25% of them to keep using the application.

PERSONAL DETAILS

Date of Birth:15/02/1992

Sex: Male

Nationality: Indian

Marital Status: Single

DECLARATION

I hereby declare that all the information furnished by me is true to the best of my knowledge. Date :

Place: Ernakulam Abilash K

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